For food clients - you (or your substitute) will no longer return the package if a customer is absent to the pick-up location. Instead, you should leave the package in a safe space at the drop-off location, meaning you (or your substitute) can move on to new deliveries quicker 🚀
Below are important steps you (or your substitute) will still need to follow before leaving a package in a safe space and moving on to a new delivery:
Check the comments section in your app for any additional information.
Attempt to call the customer at least 3 times via the app (remember you(or your substitute) can also send an SMS in-app after the first call).
If the customer is reachable, ask them to confirm their address. If it is different from the order details, contact Support for further instructions.
If the customer is not reachable, wait at least 10 minutes before starting a live chat with Support and use the Absent Customer option.
Support will instruct you (or your substitute) on what to do with the package, to ensure the package is left in a safe place e.g. next to door for the customer to find.
What is considered a “safe space” at the drop-off location?
A safe space nearby the drop-off location should be sheltered from bad weather conditions and easy for the customer to spot. It would be ideal to leave the package as close to the customer’s door as possible. Safe spaces can include but are not limited to:
Outside house door/ flat building
With a neighbour
Inside the building reception
On front/back porch/window sill
Near shed/garage
Post Box
Foyer
Next to the lift